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In the game Moon princes from Play n Go. I caught a bonus. The prize was 99 euros. As a bonus it ended. An error has occurred. The game had to be restarted. After the restart, neither the bonus nor the bonus win was credited to my account.

Three days ago I had a similar experience from Pragmatics

I don't understand what's going on

V hre Moon princes od Play n Go. Som chytil bonus. Vyhra bola 99 eur. Ako bonus skoncil. Doslo k chybe. Hru trebalo restartovat. Po restartovani ani bonus ani vyhra v bonuse nebola pripisana na moj ucet.

Pred 3ma dnami som mal podobnu skusenost od Pragmatic

Nechapem co sa to deje

Dear Rudolf,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history along with any relevant communication to petronela.k@casino.guru?

Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Yes, of course, I have a video about it, after bad experiences, I document everything

Ano samozrejme, mam o tom nahrane video, po zlych skusenostiach vsetko dokumentujem

Have you saved, by any chance, a screenshot showing your win? Is it visible in your game history?

22bet doesn't have a game history, it only has sports betting

22bet zial nema hernu historiu, ma iba na sportove stavky

I have already sent you a picture of the win

Snimku o vyhre som vam uz odoslal

As for support, I have been ignoring my questions for 2 days. I'm still sending me the same email over and over again

We are waiting for a response from the provider. The next day I had a similar experience, then they returned me 60 cents, but regarding the 100 euros so far nothing

Co sa tyka podpory, uz 2 dni ignoruju moje otazky. Stale mi posielaju ten isty email dokola

Cakame na odpoved od poskytovatela. Na druhy den som mal podobnu skusenost, vtedy mi vratili 60 centov, ale ohladom tych 100 eur zatial nic

Have you sent any other screenshots than the following one?

The displayed win is €79 + active balance of €9,75.

Dear Otapuli,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.